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Customer Services Manager

  • Location: Pontypool
  • Salary: Competitive salary, pension, 24 days holiday per annum
  • Job Type:Permanent

Posted 13 days ago

Customer Service Manager

Automotive sector

Pontypool, South Wales

Competitive salary, pension, 24 days holiday

This business is a niche automotive design and vehicle manufacturing company that is currently undergoing a huge period of growth, with the introduction of impressive, new product lines and clients and, as a result, is looking for an exceptional Customer Service Manager to lead all aftersales activities: parts, accessories, and warranty.

In this position, you will be responsible for establishing and growing customer service support that achieves departmental KPI’s and exceeds customers’ expectations. The primary customers are the OEM dealers who sell and service the products. There is also direct interaction with users of the vehicles. This role is key to ensuring EDC / MS-RT delivers a highly professional and responsive service, in line with the premium nature of the products they build.

Reporting to the Commercial Director and having 3 direct reports, you will be responsible for the development of a robust aftersales strategy, including parts, accessories, warranty, and the overall customer experience.

We are looking for candidates that have performed similar roles within the automotive or truck and bus sectors who are looking to join a dynamic, ambitious and innovate organisation with significant scope for career progression and development.

As Customer Service Manager you will :

  • Act as primary escalation point for issues and/or disputes from customers and/or dealers, ensuring that positive and effective relationships are maintained.
  • Take ownership of customers’ issues and follow problems through to resolution.
  • Support an end-to-end mapping of the current Customer Journey and drive measurable improvements across all Aftersales activities.
  • Identify process and governance improvements to existing business practices to ensure that dealing with EDC / MS-RT is simple, smooth and efficient.  
  • Support the efficient and professional handling of inputs originating from the Company’s e-commerce platforms.

Team:

  • Manage individual and team performance to meet / exceed all applicable KPIs.
  • Provide effective cross-team collaboration between Sales, Marketing, Finance, Operations and Engineering.
  • Conduct half-yearly performance reviews for direct reports to ensure a healthy two-way dialogue, and each employee’s happiness and effectiveness in their respective role.

Key Stakeholder Engagement:

  • Create and maintain insightful reports on customer interactions, warranty claims, parts and accessories’ revenues, and related statistics.
  • Ensure departmental compliance with Company guidelines and policies, especially those relating to the Environment, Health and Safety, ethics, values, and codes of conduct.

Parts & Accessories:

  • Develop a targeted, compelling, and profitable range of on-brand accessories.
  • Ensure the Company has a timely, effective, and efficient parts distribution process in the UK and Europe.
  • Conduct regular analysis of parts stock including ageing / obsolescence, ensuring that the Company’s financial performance is optimised.

Warranty Management:

  • Lead the Warranty team in the delivery of departmental service support objectives.
  • Develop structured forecasts for warranty spend and measure performance against Budget, providing regular tracking reports for senior management.
  • Support ongoing root cause analysis on warranty claims to identify actions and processes to reduce the number and scale of claims.

Process Improvement:

  • Manage and drive efficient and effective Aftersales processes and improvement actions.
  • Keep ahead of the industry’s developments and apply best practices where improvement is needed.
  • Work proactively with dealers and customers to gain feedback, utilising this feedback to improve Customer Service.

Essential Knowledge, Skills and Experience: 

  • Experience as a Customer Service Manager or Aftersales departmental lead.
  • Ideally educated to degree level or equivalent.
  • A demonstrable track record in implementing successful customer facing strategies and initiatives.
  • Proven ability the develop strategic thinker with ability to influence cross-functional teams without formal authority.
  • Previous experience of measuring and monitoring performance to drive improvements and process re-engineering.
  • Working experience with CRM systems.
  • A good overall understanding of supply chain activities – warehouse, distribution, inventory, production/manufacturing, etc.
  • Willingness to travel as required, including some international travel if needed.
  • Strong leadership and delegation skills.

Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency.